PropertyGuys.com is the largest private sale franchise network in Canada, connecting home sellers with buyers online. They offer high-tech, high-touch services that include innovative brokers, professional appraisers, an appointment booking service, the best real estate lawyers in the country and PGPros, which are local PropertyGuys.com franchise operators – making home buying and selling practical and convenient.

The fast-growing company was limited with resources, needed something to scale and would enable them to intelligently make decisions to optimize contact center operations. PropertyGuys.com turned to PureCloud by Genesys for cost-effective scalability, giving them access to vast amounts of insight into call activity and agent performance and enabling them to succeed as a rapidly expanding leader in the Canadian real estate industry. 

Benefits:

  • 20% increase in sales
  • 65% NPS, exceeding goal of 55%
  • Reduced costs via more productive agents
  • Optimized staffing increased revenue   

“PureCloud has given us new intelligence about agents and the caller journey from start to finish, which has enabled us to improve performance and workflows. Combined, this has led to an increase in sales of about 20%.”

Clifton Wareham, Manager of Operations
PropertyGuys.com Resource Center

Challenges

  • Small internal contact center couldn’t keep up with rapidly growing franchisee network
  • Outsourced contact center provided inadequate services and technology